Course Content
Section One: Customer Service Structures
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Introduction
Define and explain customer service
Organisation mission, vision and customer vision statement
Customer service standards
Organisational structures and chain of command and reporting structure
Organograms and process flow diagrams
Relationships between company stakeholders to ensure organisation success
Roles of the levels of management
Internal customer service and the service chain
Know your product
A Customer service model
Key customer service principles
The link between customer service and quality
Product quality
What is quality management? 
Conclusion
Section Two: Customer Needs
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Introduction
Identify customer needs and expectations
Categorising customer personalities
Determine customer needs
Creating a customer profile
The hierarchy of human needs
The need for security
The need for esteem
The need for justice
Pro-active customer service response
The impact of quality customer service on profit 
Use customer service audits to determine if needs were met
Methods of customer service audits 
Tips for collecting customer feedback
Conclusion
Section Three: Customer Service Behaviours and Skills
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Introduction
Ten commandments of superior customer service relationships 
Behaviours to meet customer expectations
Behaviours to meet customer expectations – continued
Appropriate conduct
Telephone skills 
Skills to clarify the customer’s needs
Open-ended questions 
Closed-ended questions 
Probing questions 
Listening skills
Customer complaints
Customer expectations regarding complaints 
Managing customer complaints 
Customer service complaint process 
The Moments of Truth Pathway 
Net Promoter Score (NPS)
After-sales service
Giving customers bad news
Saying no or disagreeing with a customer
Using persuasive skills to deal with difficult situations
Dealing with aggression
Conclusion
Course Review Video
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Assessment
Customer Service
Please complete previous Lesson first
Introduction
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